Job Details
Extended Job Title
Patient Services Specialist I
Position Description
With close direction, the PSS I performs standard clerical responsibilities that impact clinic patient flow, in accordance with established procedures. Responsibilities may include registration, scheduling, collections, and/or insurance authorizations.
Requisition ID
45601BR
Optional Attachments
Recommendation/Referral
Travel Required
Up to 25%
Pay Grade Maximum
28.5
Major/Essential Functions
- Manage high-volume inbound and outbound patient communications (calls, emails, chats) in a timely, professional, and customer-focused manner.
- Coordinate patient access and scheduling, including appointment booking, confirmations, cancellations, and rescheduling while ensuring accuracy and efficiency.
- Assess patient needs and resolve inquiries by gathering information, researching issues, and delivering accurate, compliant solutions across services, policies, and clinic operations.
- Facilitate patient financial communication, including discussing outstanding balances, establishing payment plans within guidelines, and coordinating transfers to appropriate departments when necessary.
- Route and escalate communications appropriately, including calls, messages, and faxes, using established workflows, systems, and work queues.
- Document all patient interactions accurately within the Electronic Medical Record (EMR) and related systems, ensuring timely and complete record updates.
- Deliver high-quality customer service experiences by utilizing active listening, de-escalation techniques, and clear communication to support patient satisfaction and resolution.
- Maintain knowledge of organizational services, systems, and procedures to ensure accurate information sharing and effective problem-solving.
- Utilize call center technology, scripts, and tools effectively to support workflow efficiency, compliance, and service consistency.
- Achieve and maintain established performance metrics, including quality, productivity, and service standards.
- Collaborate with team members, supervisors, and cross-functional departments to ensure continuity of care and service excellence.
- Participate in ongoing training and professional development to maintain and enhance job knowledge and performance.
- Comply with all organizational policies, procedures, and regulatory requirements
Grant Funded?
No
Pay Grade Minimum
15
Pay Basis
Hourly
Schedule Details
Monday-Friday 0800-1700
Work Location
Lubbock
Preferred Qualifications
- Experience in a clinical setting
- Experience in a call center
- Basic computer skills
- Experience with the EHR, Epic
Department
SOM Admin Call Center Lbk
Required Attachments
Resume / CV
Job Type
Full Time
Pay Statement
Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as the institutional pay plan. For additional information, please reference the institutional pay plan website at https://app4.ttuhsc.edu/payplan/.
Occasional Duties
Perform other duties as assigned in support of departmental and organizational objectives.
Shift
Day
EEO Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information or status as a protected veteran.
Required Qualifications
High School diploma or equivalent.
Does this position work in a research laboratory?
No
